Position Summary:

The Outreach Specialist works as part of a team performing a variety of customer service and administrative tasks to support daily program operations and achievement of overall contract requirements. They play a pivotal role in the engagement of program participants in fulfilling their program requirements. Key responsibilities include conducting pre-calls and sending out reminders to participants about their scheduled orientations and verifying participant engagement in scheduled activities, collecting required documentation, and providing resources to participants who are having difficulty adhering to program requirements.

Essential Job Functions:

• Runs reports in Fedcap CARES and uses data to plan daily tasks.

• Creates letters to be mailed to a participant's home when they have not attended a scheduled activity.

• Calls participant when they have not attended a scheduled activity.

• Arranges visits to a participant's home when there are welfare concerns.

• Conducts phone calls and sends out reminders via regular mail and text messaging to participants about their scheduled orientation.

• Conducts phone calls and sends out reminders for retention events, hiring events, and other programs events.

• Deploy tools, customer surveys, and approved marketing material.

• Re-engages participants who have missed scheduled appointment and activities by offering solutions and resources.

• Determines if a reasonable circumstance exists for participants who have been absent and collects required documentation.

• Documents all contact with participants in the case management system in well written, concise case notes.

• Collect and upload documentation related to job placements, retention milestones, reasonable circumstances, medical claims, and others.

• Responds to inquiries on program helpline by answering questions regarding program requirements as well as documenting and addressing participant concerns.

• Conducts monthly case audits.

• Collects and time stamps documentation provided by program participants.

• Represents Fedcap and Families Forward with all stakeholders and in the community in a positive and professional manner.

• Upholds all agency policies and expectations in performing their job.

• Bi-lingual is a plus (French, Spanish, Portuguese, Swahili, and Arabic).

• High school diploma, GED or equivalent education and/or experience.

• Some College preferred.

• Demonstrated track record for providing exceptional customer service.

• Valid driver's license, required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Equal Opportunity Employer